Onboarding a new customer is expensive. Some say it costs five times more than retaining current customers. Yet customer service declined for the second year in a row, according to the Forrester Research US Customer Experience Index (CX Index). Between supply chain issues, hybrid Read More

We can’t ask ourselves how we return to normal without first addressing what normal looks like for each of our businesses. With all that’s thrown at your business, confronting your company culture may seem like a backburner topic. Yet, what if I told you clearly defining and Read More

Digital Age Represents a Behavioral Shift in How People Find Jobs, and Not All Approaches Are Alike Meet Sarah. Sarah is a hard worker who comes in early, stays late and willingly gives her discretionary effort to get the job done no matter what. She’s a steward of the values Read More

Some friends were talking about going fishing recently, and let’s just say I have a lot to learn in this area. As I talked with a colleague about what I’d need to know if I took up the sport, I realized there is quite a correlation between the art of fishing and the process of Read More